US Business Consulting_Studio+_Customer Service_Sr Manager

EY Studio+ Digital Customer Service  – Senior Manager

At EY, we’re committed to building a better working world. With a culture that promotes innovation and fosters continuous learning, we help clients navigate complex challenges and unlock new opportunities. As a global leader in consulting, tax, strategy, and assurance services, we empower businesses to transform and thrive in the face of change

Who we are

We are a team of dreamers, innovators, and doers united by a passion for excellent customer service, committed to shaping its future and making a lasting impact.

What we do

We envision a world where every customer interaction becomes a cornerstone of business success. We turn these visions into reality through meticulous planning, agile execution, and continuous innovation. We pride ourselves on our ability to listen, understand, and anticipate the needs of both our clients and their customers. Working shoulder to shoulder with our clients, we craft proven strategies that not only meet but exceed expectations, fostering loyalty and driving growth.

The opportunity

We are seeking an experienced, outcomes-driven Senior Manager Consultant to join our growing Digital Customer Service consulting team. In this strategic role, you will work with top-tier organizations to reimagine customer service leveraging your expertise in data-driven insights, CX, customer service strategy and innovative solutions to deliver measurable value and meaningful outcomes for our clients.

As a Senior Manager in the practice, you will use your customer service skills and industry expertise to deliver complex, multi-part client engagements to drive our clients’ success. Whether you’re helping a client with optimizing their service operating model, launching a new contact center or field service solution or providing insights on customer service cost reduction, you will work on a dynamic mix of projects helping our clients solve some of their most pressing issues designing and implementing the future of service.

Leading diverse, inclusive teams to build relationships with our clients, you’ll deliver innovative high-quality work products. You can expect to work in a truly leading-edge environment, surrounded by some of the most collaborative, engaging and knowledgeable colleagues in the business. This is also an opportunity to get in on the ground floor as our practice expands and be a part of creating and executing a vision for the future in an entrepreneurial environment within the larger firm.

You will be at the forefront of designing, architecting, and delivering large-scale customer service transformations. Your role will involve applying sector-specific business drivers, market events, operating principles, and transformation trends to lead initiatives that generate long-term client value. You will also advise teams and client C-suite executives on their transformation strategies and assist in the design and implementation of complex programs.

Your key responsibilities

In this pivotal role, you will be responsible for managing and delivering one or more processes, solutions, and/or projects with a focus on quality and effective risk management. You will drive continuous improvement and continuous innovation through research, analysis, and implementation of leading practices. You will manage professional employees or supervise others to deliver complex technical initiatives, with accountability for performance and outcomes. Your decision-making responsibilities will include developing solutions to complex problems, recommending changes to policies, establishing procedures that affect your work area, and possibly the broader business function.

• Collaborate with senior client stakeholders to assess customer service strategies, capabilities, processes, and technology utilization, identifying opportunities to improve efficiency and maximize ROI.
• Advise clients on service optimization, customer segmentation, and personalization strategies by leveraging data-driven insights, advanced analytics, AI, and automation tools.
• Support the assessment and implementation of customer service technology platforms and tools (e.g., CRM platforms, CCaaS platforms, Conversational AI platforms, CCM platforms etc.)
• Architect next-generation customer service operating models—integrating AI, automation, omnichannel, and data-driven personalization.
• Guide implementation of leading service platforms (Dynamics 365, ServiceNow, Genesys, Salesforce Service Cloud).
• Build and maintain strong client relationships, identifying opportunities for additional value creation and driving new business initiatives.
• Lead cross-functional teams spanning service strategy, service technology, AI, and operations.
• Mentor junior team members, fostering a culture of growth, collaboration, and innovation to grow a diverse team of service strategists, technologists, and operations consultants.
• Partner with Studio+ leaders across Experience, Digital Technologies, Data and AI, Sales, and Marketing disciplines to build a unified go-to-market approach.
• Stay ahead of emerging trends in digital customer service, customer experience, service technologies, and AI.

Skills and attributes for success

To excel in this role, you will need to demonstrate deep expertise and guide others in your field. Your ability to interpret internal and external issues and recommend quality solutions will be crucial. You will also need to meet performance objectives and metrics set locally, including client service, quality and risk management, sales and business growth, solution development, and teaming.

• Build digital customer service mindshare internally and externally
• Excel with engagement delivery leading working sessions, workshops and conversations with clients
• Ability to develop leads, qualify opportunities, lead proposal pursuits and conversion of customer service transformation opportunities, often $2–10M+ in size
• Identify opportunities for additional value add services
• Lead RFP responses
• Lead internal practice development and solution offering development efforts

To qualify for the role, you must have

• Bachelor's Degree with 8+ years of work experience in the digital customer service domain. MBA or equivalent is strongly preferred.
• Experience across multiple multi-year front-office customer service transformation efforts, helping clients reinvent service operating models. Significant knowledge of B2B or B2C customer service leading practices, processes and technologies to help drive customer-centric solutions and radically transform their service operating model
• Experience working in customer service, customer-driven and/or growth projects within power and utilities, industrial products, technology, telecom, media/entertainment or consumer products/retail sector is required.
• Specific hands-on implementation experience involving:
  • CCaaS platforms such as Genesys, Five9, Amazon Connect, NICE, Google CCAI, Microsoft digital contact center and others
  • Conversational AI platforms such as Sierra, Omelia, Verbio etc.
  • CRM applications such as Microsoft Dynamics, Salesforce, SAP, Pega, Oracle, Zendesk and others
• Experience leading art-of-the possible workshops, solutioning workshops to stimulate ideation and innovation
• Experience advising customers on use of and outcomes/impacts from AI technologies (traditional AI, generative AI, Agent AI, EQ etc.)
• Experience leading engagements and collaborating with business and IT stakeholders to evaluate ideas, define solutions including:
  • Functional/business capabilities
  • Application and integration architecture
  • Data and AI needs
• Experience with developing and articulating business cases and the size-of-the-prize
• Familiarity and understanding of customer service outsourcing vendors/BPOs and partner ecosystems; strengths and weaknesses
• Significant people management experience with leading project teams and managing direct reports.
• Ability to foster an innovative and inclusive team-oriented work environment, playing an active role in mentoring junior level consultants within the organization
• A valid passport and US driver’s license; willingness and ability to travel estimated 50-80% both domestically and internationally.

Ideally, you’ll also have

• Proven ability to navigate complex organizational structures
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Previous experience in strategy or business consulting,
• Significant experience in a client-facing role
• Strong leadership skills with the ability to inspire and motivate teams.
• Excellent communication and interpersonal skills to build and manage relationships at all levels.

What we look for

We are seeking top performers who demonstrate a blend of talents and skills, including the ability to think strategically, execute tactically, and engage collaboratively with a wide range of stakeholders. You should be passionate about driving change and innovation, possess strong leadership qualities, and have the capacity to manage complex projects with a focus on outcomes, impact and client satisfaction.